Awful customer service. You'll either way a long time for a reply or will just be ignored.

Avoid! I placed an order online to be delivered in Toronto. It never arrived. 3 emails over the space of 2 weeks remained unanswered so I decided to call.. on hold for 11 minutes and then hung up on when they finally answered. Called back and was on hold for another 10 minutes when they finally answered. These calls cost me over 100 dollars. I was told that they wanted to do a security check to make sure I was the cardholder (they wanted to send money back to my account and for me to call them back to tell them how much.. bizarre...) They claimed to have called me about the security check but I have received no missed calls or voicemails from them. Overall a very poor experience. read more

Only good thing about the order was the Price and shipping! Order Romeo and Julieta n2 got them within a week. Was repackaged not the standard Company package or label. Tried call and emailing several times no response. I feel I got scammed. read more

Their customer service was horrible when trying to resolve an order that I didn't even receive. Very unsatisfied

My experience with this company was one of the worst transactions I have ever encountered. I originally sent an email asking a single question about a box of cigars. After a few days with no response, I sent a follow-up asking for a reply. I received one that day and placed my $200 order immediately. I then asked via email for the final charge (a discount was being applied 'in-house'). I never received a response to that request (after I just spent $200). Pretty bad so far. I received my box of 10 Montecristo No 2 cigars for my wedding party. The day before the wedding (a few days after receipt of the shipment), I opened the box to find that each had mould spots over 50% of each cigar. To reiterate, this was mould--as in fungus--and was confirmed by the manager after photos were sent to Cigar Chief. I suppose this can be chalked up to 'mistakes happen', even though I've never received mouldy cigars from any other company. Okay, I send my email to Cigar Chief explaining the situation (their website says that their phone service is not available, and to email any questions). I suggested two possible options: a rush replacement (without mould) to arrive in time for the wedding the next day, or a refund (return shipment) so that I could acquire cigars locally. I received no response that day (my email was sent after lunch on a business day). After I sent a follow-up email, I received a belittling and extremely unprofessional email from the manager. The manager, Tony Mendrikis, actually had the audacity to use on me the tackiest, most low-class excuse: "You are not the only customer we serve..." is the quote. Yes, I realize this, but unless you are dealing with other such problems concerning dissatisfied customers (I wouldn't be surprised if that's the case), the people who are sent $200 mouldy cigars have priority over new sales. Any well-managed business stands firmly behind such a mission statement. The poor Cigar Chief-type businesses put money and greed first, leaving the existing customers wondering what they just paid for... (Another fun fact: the manager said that my expectation of receiving an expeditious response is "naive"--that's another quote.) Ironically, I suppose I was "naive" to expect a satisfactory transaction with Cigar Chief. I informed the manager the situation has now changed after such an insulting reply (that only came after I had to send a second email). I told him that I would just as soon cut my losses, toss the cigars in the garbage, and post this review. Please, folks, when it comes to quality, authentic cigars, there are myriad other high quality options. Cigar Chief is not at all deserving of your patronage. Thank you for reading. read more

I have now received two orders from Cigar Chief and have been mostly impressed with the product. The service is fantastic, and the two gentlemen I've worked with have been very helpful. My first order was for some cigars and a humidor. I was a little disappointed when I received my humidor in the wrong color. It was my first order and shipment from cigar cheif so it made me question if the rest of my order was incorrect but it wasn't. I didn't feel like dealing with the return and shipping process, so I decided to keep it. The brand and model of the humidor were the same, only the color was incorrect. I'm sure if I wanted to return it cigar chief would have replaced it for me. The cigars from my second order were delivered next day and were in great shape ready for my humidor. These guys are so helpful and let me modify my second order after I placed it online to add somethings I forgot over the phone. I do appreciate the helpful and fast service! read more